Handmarc’s services aim to produce better outcomes and improved service delivery in ITSM agreements by building stronger and more productive relationships between IT and its service provider. \u00a0<\/span><\/span>The goal for all parti<\/span><\/span>es\u00a0<\/span><\/span>is to provide consumers with <\/span><\/span>either:<\/span><\/span><\/span><\/p>\n

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• a superior and improving level of service, or <\/span><\/span><\/span><\/li>\n
• the same <\/span><\/span>service level<\/span><\/span>s at reduced cost.\u00a0 <\/span><\/span><\/span><\/li>\n<\/ul>\n

  Customers benefit from improved services and lower costs that enable them to scale and grow their <\/span><\/span>business. \u00a0T<\/span><\/span>he <\/span><\/span>benefits to the\u00a0<\/span><\/span>service<\/span><\/span> provider <\/span><\/span>lie in\u00a0<\/span><\/span>learning\u00a0<\/span><\/span>innovative and improved methods<\/span><\/span> that provide better service at lower cost (<\/span><\/span>which<\/span><\/span>,<\/span><\/span> in turn<\/span><\/span>,<\/span><\/span>\u00a0<\/span><\/span>can <\/span><\/span>be applied to other customers)<\/span><\/span> and improv<\/span><\/span>ing\u00a0<\/span><\/span>its prospects for retaining the company as a customer<\/span><\/span>.<\/span><\/p>\n

  Invoice Validation\u00a0<\/span><\/h3>\n

  Organizations are often uncertain whether they are being charged correctly <\/span><\/span>in their monthly <\/span><\/span>bills<\/span><\/span> for<\/span><\/span> services delivered<\/span><\/span>.<\/span><\/span><\/span><\/p>\n

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  • Are the right things being measured?<\/span><\/span><\/span><\/li>\n
  • Have the right things been included<\/span><\/span>?<\/span><\/span><\/span><\/li>\n
  • Have<\/span><\/span> non-chargeable instances been excluded?<\/span><\/span><\/span><\/li>\n
  • Is the\u00a0<\/span><\/span>calculated<\/span><\/span>\u00a0volume\u00a0correct\u00a0for<\/span><\/span>\u00a0the services actually delivered<\/span><\/span>?<\/span><\/span><\/span><\/li>\n<\/ul>\n

    Sometimes<\/span><\/span> doubts arise<\/span><\/span>\u00a0because the organization has no means of independent verification for a count<\/span><\/span>.<\/span><\/span>\u00a0<\/span><\/span>B<\/span><\/span>ut more often it is because a clear repeatable process to validate counts and volumes has not been established<\/span><\/span>,<\/span><\/span> and <\/span><\/span>accountability <\/span><\/span>for performing the work <\/span><\/span>and <\/span><\/span>the<\/span><\/span>\u00a0<\/span><\/span>associated<\/span><\/span> due dates have not been assigned.\u00a0 <\/span><\/span>After\u00a0<\/span><\/span>the intensity of service transition, the pressures of day to day <\/span><\/span>operations <\/span><\/span>set in and can leave little time to attend to these needs. I<\/span><\/span>ndeed, <\/span><\/span>the<\/span><\/span> situation may not come to light until exposed by an internal audit.\u00a0 <\/span><\/span>Handmarc<\/span><\/span> can <\/span><\/span>help<\/span><\/span> you<\/span><\/span> define and establish a comprehensive invoice validation process and monthly operating <\/span><\/span>calendar<\/span><\/span> to provide confidence <\/span><\/span>in monthly billing\u00a0<\/span><\/span>and<\/span><\/span>\u00a0the assurances<\/span><\/span>\u00a0needed to satisfy financial <\/span><\/span>controls<\/span><\/span>.\u00a0<\/span><\/p>\n

    Governance\u00a0<\/span><\/h3>\n

    An ITSM contract\u00a0<\/span><\/span>with a service provider is a long-term partnership: \u00a0the quality of the relationship strongly influences whether the provider delivers services at\u00a0a level of performance that satisfies end consumers and if the organization is able to realize the significant benefits expected of the contract.\u00a0 A thriving relationship is founded on honest but respectful discourse… which, in turn, is based on objective information and clear responsibilities within a well-defined\u00a0governance structure.\u00a0 \u00a0<\/span><\/p>\n

    Monitoring operational status and identifying which parties are accountable for actions and decisions\u00a0are fundamental elements of governance, but an effective framework involves more.\u00a0\u00a0Regular review of procedures and infrastructure\u00a0to ensure service levels can be maintained results in planned capacity increases, periodic technical and architectural refreshes, continual training, and pin-pointing and correcting service failures.\u00a0 Investigating the causes of failure enables improvements to be made. \u00a0Instead of suffering\u00a0a slow degradation in service, good governance ensures that understanding leads to insight, drives better\u00a0delivery\u00a0performance,\u00a0and\u00a0fosters\u00a0innovation that improves services and increases efficiency. \u00a0Handmarc assesses your existing governance framework and works with you to strengthen weaknesses and fill gaps.<\/span><\/p>\n

    Service Design and Transition\u00a0<\/span><\/h3>\n

    Whether a service is outsourced or provided in-house, <\/span><\/span>Handmarc’s<\/span><\/span> Service Design and Transition <\/span><\/span>approach ensures<\/span><\/span>\u00a0the necessary pieces are in place<\/span><\/span>.<\/span><\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/span>It <\/span><\/span>involves planning\u00a0<\/span><\/span>the process of launching and operating the service<\/span><\/span>,<\/span><\/span>\u00a0<\/span><\/span>identifies\u00a0<\/span><\/span>all <\/span><\/span>preparation activities <\/span><\/span>required<\/span><\/span>, and <\/span><\/span>confirms\u00a0<\/span><\/span>the capacity exists to successfully operate and maintain the service.\u00a0 We look beyond factors such as the existence of processes for measurement and calculating charges to whether support is <\/span><\/span>available<\/span><\/span> and if the<\/span><\/span> organization has the ability to identify problems with the service<\/span><\/span> and take corrective actions to prevent<\/span><\/span> recurrence.\u00a0<\/span><\/p>\n

    Performance Measurement\u00a0<\/span><\/h3>\n

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    The KPI is green and the net promoter score is high, yet our users are still grumbling about the service! \u00a0What’s going on?<\/span><\/p>\n<\/blockquote>\n

    It is distressingly common to find organizations that have invested considerable time and effort to define detailed key performance indicators (KPIs). \u00a0However, when put into operation many seem to provide results that are at odds with perceptions. \u00a0 The reason, in part, is because KPIs measure operational factors rather than end user experience.\u00a0 Handmarc can help you review your KPIs and Critical Service Levels (CSLs) and work with you to refine existing measures to align them more closely with perceived service levels.\u00a0 We help you to identify the few that reflect end user experience and should therefore be exposed as CSLs and associated with financial incentives.<\/span><\/p>\n

    Informative Reporting\u00a0<\/span><\/h3>\n

    The dashboard in your car tells you how fast you’re going, how much fuel you <\/span><\/span>have,<\/span><\/span> and<\/span><\/span> alerts <\/span><\/span>you to<\/span><\/span>\u00a0<\/span><\/span>under-inflated <\/span><\/span>tire<\/span><\/span>s <\/span><\/span>or\u00a0<\/span><\/span>when <\/span><\/span>it is time for a service.\u00a0 But it generally doesn’t tell you much about the condition of the engine (just the check engine light) or <\/span><\/span>the quality of your driving.\u00a0 <\/span><\/span><\/span><\/p>\n

    So<\/span><\/span> it is in IT: \u00a0a<\/span><\/span> dashboard can be used to provide a readily accessible and digestible summary of the current state of a service or process, but <\/span><\/span>it is\u00a0<\/span><\/span>not the tool<\/span><\/span>\u00a0you would use to diagnose the cause of a problem.\u00a0 <\/span><\/span>Dashbo<\/span><\/span>ards<\/span><\/span> and score<\/span><\/span>cards are most useful when they are focused on informing leaders and revealing\u00a0<\/span><\/span>current health and trends from past periods.\u00a0 Our services help you focus on Informative R<\/span><\/span>eporting<\/span><\/span>,<\/span><\/span>\u00a0<\/span><\/span>a\u00a0<\/span><\/span>separate<\/span><\/span> functional need <\/span><\/span>distinct\u00a0<\/span><\/span>from <\/span><\/span>equally important<\/span><\/span>\u00a0<\/span><\/span>reporting for\u00a0monitoring and diagnosis<\/span><\/span><\/span>.<\/p>\n

     <\/p>\n

    << \u00a0Software Contract Services<\/a> \u00a0 \u00a0 \u00a0 \u00a0 \u00a0| \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Services<\/a> \u00a0 \u00a0 \u00a0 \u00a0 \u00a0| \u00a0 \u00a0 \u00a0 \u00a0 \u00a0IT Process Improvement Services \u00a0>><\/a><\/strong><\/p>\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    Handmarc’s services aim to produce better outcomes and improved service delivery in ITSM agreements by building stronger and more productive relationships between IT and its service provider. \u00a0The goal for all parties\u00a0is to provide consumers with either: a superior and improving level of service, or the same service levels at reduced cost.\u00a0 Customers benefit from<\/p>\n

    Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/no-sidebar.php","meta":{"jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-133","page","type-page","status-publish","hentry"],"yoast_head":"\n